Summary
Overview
Work History
Education
Skills
Languages
Certification
References
Timeline
Generic

Jerry Kamwa

Summary

A highly dedicated and customer-focused IT Support professional with proven experience in incident management, customer service, and technical troubleshooting. Eager to provide exceptional first-level support while ensuring client satisfaction, problem resolution, and efficient service delivery in a fast-paced, dynamic environment.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Senior Technical Support Analyst

eSentire Inc
01.2022 - Current
  • Provide first-level technical support to internal and external clients via telephone, email, chat, and self-service portals, ensuring all incidents are resolved and closed within agreed service-level expectations
  • Act as the primary point of contact for end-users, effectively managing and updating incident records (IRs) and service requests (SRs) throughout the lifecycle
  • Successfully resolve Severity 2 and 3 incidents by categorizing, investigating, assigning, and escalating issues to appropriate teams, ensuring timely resolution and customer satisfaction
  • Maintain clear communication with incident reporters, providing timely updates and progress notifications in accordance with company policy
  • Take ownership of complex or unresolved incidents, ensuring that proper troubleshooting steps are followed, root causes are identified, and solutions are implemented
  • Create and manage Knowledge Base articles (KBAs) by documenting common issues, solutions, and best practices to streamline future troubleshooting
  • Collaborate with cross-functional teams to resolve ongoing issues and contribute to problem management processes when necessary

Technology Analyst II

TELUS Health Solutions
10.2020 - 12.2021
  • Delivered customer support services via phone, email, and live chat, resolving a wide range of technical and service-related inquiries
  • Assisted customers with software troubleshooting, basic network issues, and desktop-related concerns, escalating unresolved issues to senior technical teams
  • Provided timely updates to customers regarding incident progress, ensuring they were informed and satisfied throughout the resolution process
  • Utilized Microsoft Office tools to track customer interactions, document solutions, and prepare internal reports for team review
  • Assisted customers with how-to questions, provided product training, diagnosed and fixed bugs, and escalated complex problems to engineering teams
  • Implemented and configured antivirus and virus scan software on desktops/laptops as required
  • Possessed excellent knowledge of cloud computing (AWS and GCP cloud platforms)

Cloud System Administrator / Technical Support Specialist

TELUS International
03.2019 - 08.2020
  • Company Overview: Google Cloud Platform
  • Provided technical support for Google Cloud Platform
  • Troubleshot and resolved Google Compute Engine and related service issues, demonstrating strong knowledge of Linux/UNIX
  • Analyzed Linux system performance (CPU, memory, I/O) using common troubleshooting tools (vmstat, iostat, lsof, strace, etc.)
  • Experienced with ServiceNow and Salesforce for ticket creation, content development, and management
  • Provided support via email, phone, and team collaboration
  • Experienced in Customer Relationship Management to deliver customer needs, satisfaction, and retention
  • Solid experience with virtual machines (Google Compute Engine, VMware, Amazon EC2, etc.)
  • Strong understanding of user administration (user account creation, permission/privilege models, and access control)
  • Google Cloud Platform

Education

Bachelor of Science - Economics

University of Yaoundé Soa
Cameroon - Africa
01.2009

Skills

  • Technical Support
  • Network & Server Support
  • Desktop Architecture & Operating Systems
  • Incident Management
  • Customer Service
  • IT Service Management (ITSM)
  • ITIL Best Practices
  • Knowledge Base Management
  • Problem-Solving
  • Multitasking & Time Management

Languages

English
Native or Bilingual
French
Limited Working

Certification

  • CompTIA A+
  • CompTIA Network+ ongoing
  • AWS Certified Cloud Practitioner
  • Google IT Support Professional Certificate
  • Microsoft Azure Cloud Platform
  • Red Hat Certified System Administrator (RHCSA)
  • Professional Scrum Master (PSM1)
  • Certified Scrum Master (CSM)

References

Available upon request.

Timeline

Senior Technical Support Analyst

eSentire Inc
01.2022 - Current

Technology Analyst II

TELUS Health Solutions
10.2020 - 12.2021

Cloud System Administrator / Technical Support Specialist

TELUS International
03.2019 - 08.2020

Bachelor of Science - Economics

University of Yaoundé Soa

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Jerry Kamwa